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Recommendation Evaluation Framework, Version 1
Innovation in Education: School Children Improve their Families' Livelihoods
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BEST PRACTICES & CASE STUDIES
CRM/CUSTOMER SERVICE
CUSTOMER EXPERIENCE
CUSTOMER COMMUNITIES
CUSTOMER SCENARIO® MAPPING
E-COMMERCE
INNOVATION
PRODUCT EVALUATIONS
SEARCH & MERCHANDISING
SOCIAL MEDIA & WEB 2.0

Featured Research Reports
How Custom Product Design Can Spawn Customer-Centric Ecosystems
Elastic Path Commerce 6.2
Kinek Package Delivery Service
Selecting an Online Community Platform
IBM's Enterprise Content Management Strategy: Bigger than ERP?

  

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Comparing Deployment Options for CX Apps
On-Premise, Hosted Single-Tenant, and Hosted Multi-Tenant
October 22, 2009- By: Mitchell Kramer- 14 Pages
 


  
 
   
   
 
 
 
    
Self-Service CX Performance
Response Time and Availability for Key Customer Self-Service Activities
July 30, 2009- By: Mitchell Kramer- 9 Pages
 


    
 
 
    
They Said What?!
Dealing with Inappropriate and Difficult Discussions in Your Online Community
May 22, 2008- By: Matthew Lees- 11 Pages
 


  
 
   
   
 
 
 
    
How Should You Manage Customer Communities?
Roles and Responsibilities You’ll Need for Your Customer-Centric Organization
April 17, 2008- By: Matthew Lees- 12 Pages
 


  
 
   
   
 
 
 
    
Five Principles of Customer Engagement
How to Connect More People to the Products They Need
February 28, 2008- By: Susan Aldrich- 3 Pages
 


    
 
 
    
Avoiding Search Pitfalls
How to Sidestep and Recover from the Worst Problems
November 8, 2007- By: Susan Aldrich- 6 Pages
 


    
 
 
    
Who Owns Community?
An Approach to Aligning Community Authority and Responsibility
November 1, 2007- By: Matthew Lees- 8 Pages
 


    
 
 
    
Active Community Members: What Makes Them Tick?
Interviews with Four Active Members of Service and Support Communities
September 20, 2007- By: Matthew Lees- 15 Pages
 


  
 
   
   
 
 
 
    
The First Big Mistake in Search and Knowledge Projects
Establishing the Right Vision and Compelling Communications
July 19, 2007- By: Susan Aldrich- 10 Pages
 


  
 
   
   
 
 
 
    
Best Practices in Moderating Online Communities
Making it Easy to Cultivate and Manage a Vibrant Customer Community
April 27, 2007- By: Matthew Lees- 10 Pages
 


  
 
   
   
 
 
 
    
Community Surfing
What You Can Learn from Communities You Don’t Own
April 5, 2007- By: Matthew Lees- 7 Pages
 


    
 
 
    
Integrating Community into Customer Support
What’s the Ideal Relationship between Customer Support and Your Online Customer Community?
December 14, 2006- By: Matthew Lees- 9 Pages
 


  
 
   
   
 
 
 
    
Best Practices in Engaging Customer Community Members
Making It Easy and Exciting for Your Customers to Participate
August 17, 2006- By: Matthew Lees- 15 Pages
 


  
 
   
   
 
 
 
    
What Differentiates the Search Experience?
Philosophy and Search Management Make the Difference at Online Department Stores
July 27, 2006- By: Susan Aldrich- 10 Pages
 


    
 
 
    
Search Experience Metrics
Key Indicators You Should Be Tracking for Customer Search Experience
July 6, 2006- By: Susan Aldrich- 13 Pages
 


  
 
   
   
 
 
 
    
Federated Customer Information
A Practical Approach to Breaking through Customer Information Silos
December 8, 2005- By: Mitchell Kramer- 10 Pages
 


  
 
   
   
 
 
 
    
Managing Findability: Critical Core Competency
Roles, Responsibilities, Programs, and Metrics You’ll Need to Make It Easy for Audiences to Find the Right Information
March 24, 2005- By: Susan Aldrich- 13 Pages
 


  
 
   
   
 
 
 
    
Developing Your Plan of Attack for Your ECM Initiative
How to Scope the Content Collection that Maximizes Your Opportunities for Success
December 4, 2003- By: Susan Aldrich- 6 Pages
 


  
 
   
   
 
 
 
    
The Top 10 Reasons that CRM Projects Fail
…and Our Prescription for Ensuring that Your CRM Project Won’t
October 2, 2003- By: Mitchell Kramer- 7 Pages
 


  
 
   
   
 
 
 
    
Three Steps to Success in Cross-Business Interactions
Coordination and Trust Will Enable You to Seize Web Service and Portal Opportunities, Reaping the Value While Containing the Risks
September 18, 2003- By: Susan Aldrich- 11 Pages
 


    
 
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